Complain Procedure

At Healsway, we value our customers' satisfaction and aim to provide exceptional service. We understand that sometimes issues may arise, and we are committed to addressing any concerns promptly and fairly. This complaints procedure outlines the steps you can take if you have a complaint about our luxury furniture products or services.

Contact Customer Support: In the event of a complaint, we encourage you to first contact our customer support team. You can reach out to us via [email/phone] and provide details of your complaint. Our dedicated support staff will listen to your concerns and work with you to find a satisfactory resolution.

Provide Necessary Information: To help us understand and address your complaint effectively, please provide us with the following information:

• Your full name and contact details Order number or relevant details about the product or service in question
• A clear and concise description of the complaint, including any supporting documentation or evidence you may have

Investigation and Resolution: Once we receive your complaint, we will conduct a thorough investigation into the matter. We may need to gather additional information or liaise with relevant departments to assess the situation accurately. We will keep you informed of the progress and provide updates on the steps being taken to resolve the issue.

Timely Response: We strive to address complaints in a timely manner. While the specific resolution timeframe may vary depending on the nature and complexity of the complaint, we will make reasonable efforts to provide a response or update within 7- 10 working days from the date of receipt of the complaint.

Arbitration Agreement & Waiver of Certain Rights

If you are dissatisfied with our response, You and Healsway Systems Solution LLC. agree that, except as set forth below, we will resolve any controversies, claims, counterclaims, or other disputes between you and Healsway Systems Solution LLC. or you and a third-party agent of Healsway Systems Solution LLC. (a "Claim") through final and binding arbitration instead of through court proceedings, in accordance with the Consumer Arbitration Rules of the American Arbitration Association ("AAA Rules"). This arbitration agreement applies to any existing or future Claims that you have not individually filed in a court of law or in arbitration prior to the date you agreed to these Terms. The AAA Rules are available at www.adr.org or by calling 1-800-778-7879. You and we hereby waive any right to a jury trial of any Claim. The arbitration will be heard and determined by a single arbitrator. The arbitrator's decision in any such arbitration will be final and binding upon the parties and may be enforced in any court of competent jurisdiction. The parties agree that the arbitration proceedings will be kept confidential and that the existence of the proceeding and any element of it (including, without limitation, any pleadings, briefs or other documents submitted or exchanged and any testimony or other oral submissions and awards) will not be disclosed beyond the arbitration proceedings, except as may lawfully be required in judicial proceedings relating to the arbitration, by applicable disclosure rules and regulations of securities regulatory authorities or other governmental agencies, or as specifically permitted by state law. The Federal Arbitration Act and federal arbitration law apply to this agreement. A court of competent jurisdiction will exclusively determine whether the parties have entered into a valid and enforceable agreement to arbitrate their Claims, including, without limitation, whether any conditions precedent to the commencement of an arbitration have been completely satisfied.

Keeping Records: We will keep a record of your complaint, including all relevant details, correspondence, and actions taken to resolve the issue. This information will be handled in accordance with our Privacy Policy.

Continuous Improvement: We value customer feedback and see complaints as an opportunity to improve our products and services. Your feedback will be reviewed and analyzed as part of our ongoing efforts to enhance customer satisfaction.